The CRM acronym stands for Customer Relationship Management and refers to all interactions between a business and its customers. CRM applies to Marketing, Customer Service, and Sales but it applies to each group in a different way.
A CRM system is self-hosted or on-demand software that provides a number of important benefits to companies of all sizes and industries. CRM systems allow businesses to track, automate, and report on customer relationships.
CRM vendors offer their own competitive features but this is a list of popular features to consider when searching for a cloud CRM provider.
Platform features describe the core technology that drives the system.
|On-Demand||Access via the web anytime anywhere|
|Mobile Access||Access via tablets and smart phones|
|Point & click Configuration||Allows admins to easily configure the system|
|Real-Time Data||Data is update and accessible in real time|
|Customization||Offers APIs and Customer Objects that allow the system to be customize|
|App Integration||Provides ways to integrate with other systems and applications|
|Login Management (Customer/Internal)||Restrict who has a login to the system|
|Online Data Storage and Backup||Securely store and backup your data online|
Sales features help with both sales management and sales force automation (SFA).
|Account/Contact management||Track all account and contact information|
|Opportunity management||Track potential sales|
|Sales history||Track first contact to closing|
|Territory management||Track sales reps and their territories|
Marketing features automate and track activities associated with strategic marketing, operational, campaign-related, catalogue-based ecommerce, and trade promotions management.
|Partner relationship management (PRM)|
|Campaign execution and management|
|Electronic catalog/ecommerce solutions|
|Event/trade show management|
|Focus groups/media testing|
|Marketing resource management|
|Media and analyst relations|
|Mobile device marketing|
|Trade promotion management|
|Upsell and cross-sell programs|
|Web activity analysis|
Customer service features provide customer/client information management (CIM), and includes problem tracking, customer history, and incoming contact management.
|Case assignment and management: Track customer questions and problems via case records.|
|Email response management|
|Live collaboration and chat|
|Social network response|